Customer Service Specialist

Job description / Role

Overview of the role

The customer service specialist plays a crucial role in delivering exceptional service to enhance the shopping experience within Marks & Spencer's retail division. By effectively handling customer inquiries and complaints, supervising team operations, and maintaining visual merchandising, the role ensures high standards are consistently met. Additionally, the specialist manages key services such as Bra Fit, Suit Fit, and Barista, and oversees cash handling and transactions, contributing to both operational excellence and customer satisfaction.

What you will do

Customer service and complaint resolution
Provide professional and efficient customer service by addressing inquiries and resolving complaints in a timely and effective manner.
Act as the first point of contact for escalated customer concerns, ensuring that all issues are resolved to the customer's satisfaction.
Maintain a calm and positive attitude when handling difficult situations, demonstrating empathy and professionalism.

Supervise daily operations
Collaborate with the duty manager to oversee daily department tasks.
Coach and support the customer service team to meet performance goals.

Visual merchandising standards
Ensure displays meet the company's visual merchandising guidelines.
Regularly check the store's appearance to maintain high standards.

Cash handling & float management
Count and balance cash floats at the start and end of the day.
Follow company policies to ensure accurate cash transactions.

Specialized services management
Oversee services like Bra Fit, Suit Fit, and Barista to meet customer needs.
Promote and ensure high-quality service in these specialized areas.

Required skills to be successful

• Strong customer service skills and problem-solving abilities.
• Proficiency in supervising and coaching a team to achieve performance goals.
• Attention to detail for maintaining visual merchandising standards.
• Effective communication skills, both verbal and written.

What qualifies you for the role

• Proven experience in customer service and problem-solving.
• Ability to supervise and motivate a team effectively.
• Experience in managing cash floats and financial procedures.
• Familiarity with services like Bra Fit or Suit Fit.
• Excellent verbal and written communication skills.

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global talent acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our values of respect, integrity, collaboration, and excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.